Principal Product Manager – Customer Support Systems

About Kiwi.com Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart. About our Customer Support Systems Teams Our Customer Support System team mission is to provide solutions for our Customer Support Agents and deliver innovative AI-powered communication platforms for Kiwi.com customers. We manage a variety of internal services and features with a vision of simplifying the architecture to seamlessly support AI solutions. By working closely with the engineering team, we release daily to enable rapid implementation of features that significantly enhance customer experience and satisfaction. Are you passionate about shaping the future of travel products? We're seeking an innovative leader to drive our product strategy and inspire our team to achieve excellence. What you will do Define our Vision : You’ll partner with product leaders to craft and champion our long-term product vision, mission and strategy. Build our Performance : You’ll establish meaningful product performance metrics and guide our Customer Support Systems team’s delivery to achieve success. Shape our Roadmap : You’ll organize and prioritize product delivery while identifying opportunities to refine and elevate features. Collect and share insights : You’ll lead structured discovery sessions, gathering insights and feedback to uncover transformative opportunities. Support collaborative problem-solving : You’ll work hand-in-hand with our Customer Support team to understand challenges and implement effective solutions. Design and help build a new generation of AI-powered customer support and Communication platforms. What you will need Extensive experience in product management from consumer product companies, ideally with knowledge of the customer support area. You place an emphasis on speed of execution, with experience leveraging new technologies such as Generative AI, to build efficiencies and quality in a fast-paced context. You are a seasoned product leader with a demonstrated track record of developing and mentoring others. You can demonstrate your previous success in building and implementing a 1-2 year product vision within a fast-paced tech environment. You have a proven track record of leading impactful cross-functional projects, including collaboration with a wide range of stakeholders to reach successful outcomes. You bring successful experience in collaborating with software engineering teams to monitor feature development and align with acceptance criteria. As a strong problem solver and by leveraging data and insights. You can demonstrate your skills in identifying product gaps and opportunities and bringing impactful solutions to the overall roadmap. You have excellent communication skills with fluency in English and experience with translating customer needs into tangible product requirements (use cases, metric definitions etc). You bring strong presentation skills and the proven ability to develop high quality product documentation or detailed product requirements. We offer you We offer a hybrid and flexible work environment. A lovely, modern office in the center of Barcelona (Passeig de Gracia) with great views and amenities. Monthly entitlement of 200 Euro redeemable through Cobee. Cobee is a benefits platform offering a range of benefits (meals, transport, nursery, health insurance, and physical wellness) and flexible compensation. It also allows our employees to allocate up to 30% of their gross salary to the consumption of certain products or services, leveraging tax exemption. We also enjoy benefits, such as flexible working hours, 30 paid vacation days and sick days. Annual financial bonus based on company and individual performance. Flight vouchers to celebrate your Kiwi anniversaries. Relocation package (including visa